Job role
Provide Tier 1 IT support delivery and log all support issues
Document resolutions and analyze trends for ways to prevent future problems
Field incoming help requests from end users via in-person, telephone, and e-mails in a courteous manner
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Apply diagnostic utilities to aid in troubleshooting
Responsible for inventory maintenance
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level, including installing and upgrading software and hardware
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow-ups to help requests
Qualifications
Higher Education Diploma or University Degree in the field of computer science or any related discipline
1-3 Years working Experience in a Support Role
Microsoft/Cisco/ITIL Certifications is an added advantage
Experience with desktop and server operating systems, including Windows 10 and 11
Working knowledge of a range of diagnostic utilities, including bios hardware testing utility, Spiceworks network monitor
Strong written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills